My complaint:
Hello,
As of this minute, I have no resolution to this ongoing issue. Emails cannot be ed or believed.
I ordered a GE dryer and GE washer with the protection plans during and in store visit on 11/18/2023. I ordered both units to be installed by a Lowes contractor.
On 11/19/2023 I received an email ing my order and that an install date would come shortly.
On 11/24/2023 I received an email stating the appointment was for Thursday 12/14/2023 and the installation would be completed by CRST Home Solutions.
I called the phone number provided in the email to reschedule the 12/14 date, my tenant, who lives where the washer and dryer would be installed, could not take off work that day.
On 12/11/2023 I was told that the rescheduled installation date would be Thursday 12/28/2023 with a window of 8:00AM to 4:59 PM via email from CRST Home Solutions.
I received a phone call from my tenant in the afternoon of 12/28/23 requesting a time window because nobody had shown up. I called the phone number for Lowes customer service and the person who answered asked if I got a call from CRST the previous day and I said no. The person stated that its SOP for these scheduled installations to be called and always given a 3-hour window. The person put me on hold and then came back on the line stating she couldn’t reach CRST but would keep trying. We hung up. A while later I called again, and becoming frustrated because my tenant was waiting and had to take off work. The same person answered, and she said she would try to call them again and put me on hold; she came back and said good news, they are on the 2nd installation of the day, and we are next in line, they will call me shortly with a window of arrival time. I called my tenant saying we’re all set. NOBODY called, NOBODY showed up. Sent an email and called the phone number on 12/28. I did reach someone who said they would be looking into it. No further email or phone was received. I got an email from CRST on 12/28 stating that the installation was now scheduled for 01/11/2024.
The following day on 12/29, I got an email stating the installation is now 01/25/2024, with no explanation or phone call.
Still not gotten one phone call from Lowes or CRST regarding this issue. Why?
So 01/24/2024 came, received a voicemail message from CRST stating the window for installation on 01/25/2024 is between 4:00PM and 7:00PM. I thought how unfair this window is, my tenant had to take off work again, and had we known it would be so late, they could have actually worked that day. Plus, because of the poor history of this order so far, I should be given some kind of return preference treatment, anything, even sympathy would have sufficed. At this point, it occurred to me that nobody cares about my problem, despite paying close to $1500 and the fact that I called the customer service number and complained twice and sent emails. STILL NOBODY CALLED ME!
On 01/25/2024, CRST showed up and installed the dryer at approximately 6:45PM. When my tenant asked about the washer, the installers said, what washer, we only install a dryer they said, call Lowes and then took off. Not their problem! I called Lowes and was told my washer would be installed by 01/31/2024.
I got an email from CRST, still no phone call, stating the washer would be installed on 02/01/2024. A few final questions/comments:
• will I be charged extra for the second CRST trip to install the washer?
• What if my tenant cannot take off work on 02/01?
• Will anyone from Lowes or CRST acknowledge this incident?
• Does Lowes have any control whatsoever over the people they hire for installations?
• Is there any satisfaction I can get from Lowes or CRST? Store credit, a reply to my emails, a return phone call from a a manager, district manager, or corporate officer. This is ridiculous and beyond comparison to anything I have ever experienced in retail.
• Just as an FYI, I filed a formal review of this on the BBB website and also filed a formal complaint, seeking assistance resolution from BBB. Admittingly, I have been way too patient before dealing with this.
• On 01/26/2024 I received an email stating that My installation is complete, and thank you for being a Lowes customer, and you are covered by a 1-year warranty. This is the moment I realized that not only does Lowes NOT CARE about me and my problem, but nobody in a management position has knowledge of this nightmare, still! What else am I to assume? You’ve forced me to take action.
Bert R Dolan
Email: safe.luck6195@fastmail.com
Store 540, Middletown NY
Suggested solution:
Whatever can you do to help? Cannot fight alone against these gargantuan retail stores that don't care!
